Refund & Returns Policy
At Velnua, each piece is crafted and packaged with care. We value your satisfaction and want you to feel confident in every purchase. If, for any reason, your item does not meet expectations, we are here to help with a fair and transparent return and refund process.
1. Eligibility for Returns
We gladly accept returns for most unworn, unwashed, and undamaged items within 30 days of delivery. To qualify for a return:
- The item must be in its original condition with all tags and packaging intact.
- The return request must be submitted within 30 days from the delivery date.
- Proof of purchase (order confirmation or receipt) is required.
Please note that items showing signs of wear, alteration, washing, or damage due to customer handling cannot be accepted for return.
2. Non-Returnable Items
Due to hygiene and customization reasons, certain products are not eligible for return or exchange, including:
- Custom-made or tailored wedding dresses and gowns
- Sale or clearance items marked as “Final Sale”
- Undergarments, accessories, or items with direct body contact
We recommend reviewing sizing charts and contacting us before purchasing made-to-order items to ensure the best fit.
3. Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at [email protected] with your order number and reason for return.
- Our team will review your request and provide a Return Authorization and the return address details.
- Securely package the item and ship it using a trackable courier service.
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
4. Return Shipping Costs
Customers are responsible for covering return shipping fees unless the product arrived damaged, defective, or incorrect due to our error. We recommend using a shipping method with tracking to ensure safe return delivery.
In cases of defective or wrong items, please provide photo evidence when contacting support — our team will assist you promptly with a free return or replacement.
5. Refunds
Once your returned item passes inspection, your refund will be processed within 5–10 business days. Refunds are issued to your original method of payment.
- Refund timelines may vary depending on your bank or payment provider.
- Shipping fees (if any) are non-refundable unless the return is due to our mistake.
If you have not received your refund after 10 business days from approval, please contact your bank or card issuer before reaching out to us again.
6. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the desired product or size.
7. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery. Include photos of the issue and your order details. We will gladly replace the item or issue a full refund at no additional cost.
8. Order Cancellations
Orders can be canceled within 24 hours of purchase for a full refund. After 24 hours, your order may already be in processing, and cancellation may not be guaranteed. For made-to-order or customized items, cancellation requests beyond 24 hours are not accepted once production begins.
9. Late or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
- Check your bank account or credit card statement again.
- Contact your payment provider — processing delays are sometimes out of our control.
- If you’ve done all of this and still haven’t received your refund, please email us at [email protected] and include your order number.
10. Customer Support
Your satisfaction is our priority. If you have any questions regarding returns or refunds, please contact our support team at [email protected]. Our representatives will assist you as quickly and thoughtfully as possible.
Thank you for choosing Velnua — where quality craftsmanship and exceptional service come together to create an experience of timeless elegance.